Answerland: QuestionPoint Software Issues & Enhancement Requests
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ModuleDate reportedIssueStatusSolution/Work Around
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1Ask9/22/2016There should be a “Characters Remaining” box to help limit text message answers. But one of our librarians tried responding to a text, and no such box appeared.Known issueNone
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2Ask10/10/2016If you are looking at a message in the Ask module and you refresh the screen (to see if a patron response has come in), QP 'resends' the form information and the librarian's response is entered twice in the system.Will not be fixed"This is a feature of the browser you are using. The browsers will display a warning message indicating that it will resubmit the data. To get around this, you can open up the question detail in a separate tab and refresh that tab, rather than the original one you are using to answer the question."
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3Ask10/10/2016I am trying to download transcripts at Ask > Review Transcripts. I have noticed that the exports only seem to include the data listed on the first page of results. Will not be fixed"You would either need to continue to export both sets of excel file and then compile them into one as you are currently doing. Alternately, you can run an offline report for the transcripts for the time frame."
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4Ask10/17/2016We have noticed a problem trying to search by patron number in the Ask module. It doesn't seem to be working for text messages; it does not find existing questions.Known issue; submitted enhancement request"A way around this would be to do an Advanced Search and limit to Texting. Another idea would be to use some of the wording in the body of the Question in order to do the Advanced Search and then use the All fields tab.The last suggestion would be to go into the Review Transcripts >> By Session Type = Text Messages and then leave everything else blank and click search.Then in the search results go all the way down to the bottom left corner and place a checkmark and change the drop down to "VIEW" and click the blue arrow to enter. In the search results you can then do a CTRL+F and search for that Patron ID."
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5Ask10/19/2016Scripts don't work when trying to answer text messages. I select Answer > select a script from a drop-down > click the + ... and nothing happens. This only happens with text messages; scripts work fine for emails and chat followup.Known issueNone
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6Admin10/20/2016I have "Automatic" turned on under "Approval Method for Group Profiles" (under Admin > Subscription Group > Settings > Activation Setup). But new profiles are not being automatically approved.Known issue"For now, you will need to manually activate the profiles."
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7Ask10/24/2016In Ask > Review Transcripts > Form Fields: When select "Export Delimited file", file doesn't come with labels for the default fields.Known issue with existing enhancement requestProblem with Excel 2016. "To check whether the file associations in the system are performing correctly, reset the Excel file associations to their default settings. To do this, follow the steps for your operating system."
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8Admin2/13/2017I'm trying to enter email addresses in Admin > Settings > Notification Settings. The field says "200 character limit." But QP cuts the field off at 100 characters.
Known issueCreate distribution list
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9entire site3/13/2017QP started showing up as "not secure" in certain browsers (Chrome and Firefox)Known issue"For now you will have to change the address in the address bar to https."
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10Qwidget5/1/2017One of my libraries discovered something strange with the Qwidget. They set up the email nudge, and noticed that when patrons check on the email icon, they seemingly are given the option to check the "Stay anonymous" box. But when they check the box and clicked on the "Submit" button, they get a pop-up box that says "The e-mail is invalid." Patrons are then forced to figure out that they need to click on "OK," then cancel.Known issueNone
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11Ask8/16/2017Answerland is experiencing problems with text messages. We use Mosio. Since Saturday, we are unable to send texts to patrons. When we hit "Send answer," it just saves it as a draft. Fixed as of 9/22/17"We have determined that a certificate has changed in the gateway between OCLC and Mosio."
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12Chat9/5/2017Glitch using Chrome, where Resolution Code doesn't appear for chatting librarianWill not be fixed"I have not seen any issues like this in a while so I don’t think it’s a known issue."
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13entire site9/5/2017Widespread issues with Firefox (freezing and glitching; see posts on Humanity wall)Fixed as of 10/27/179/11: "We have a theory with evidence that it only happens when the Firefox window is maximized."
10/2: "There is something that Adobe recently added or changed that is causing issues. We are still validating the consistency of this fix."
10/10: "A new version of Flash for Firefox was released today. We believe it solves the problems."
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14Ask9/29/2017Glitch using Chrome, where mouse cursor doesn't appear in Answer box.On top of fix list (9/29/17)
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15Chat10/25/2017Lag time in chat between responses (takes awhile even for "librarian (or patron) is typing" message to appear)Waiting for response
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16Chat12/9/2017"New Message" flashes on tab even after question has been answered and closed. Have to log off queues and login to get rid of it.
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17Ask1/2/2018I received an email notification of a text message from a patron, but nothing is appearing in my QP account. We are using Mosio for texting. I can see the question in Mosio, but not QP.
Fixed as of 1/9/18
"The issue you experienced is likely related to scheduled maintenance that occurred on 12/29/17-12/30/17 and affected QuestionPoint service. During that time, QuestionPoint was down and this likely prevented Mosio from sending the question to the QP interface."
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18Chat6/22/2018I was notified by one of my libraries that a patron did not receive an email with the transcript after their chat. I then tested it myself, and experienced the same problem.Fixed as of 6/27/18Was a temporary issue.
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19Homepage10/10/2018One of my libraries tried to submit a ticket using the “Support” feature in QuestionPoint today, and received a 404 error after hitting “Submit.”Looking into the issue 10/11
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20Texting10/17/2018I received an email notification of a text message from a patron, but nothing is appearing in my QP account. We are using Mosio for texting. I can see the question in Mosio, but not QP.Fixed as of 11/1/18
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